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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Monthly Archives: August 2018

August 30, 2018

Forecasting the Customer Contact Workload

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how...

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August 24, 2018

Strategy Drives Structure

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...

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August 22, 2018

Interpreting Benchmarks

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August 17, 2018

10 Things Senior Leaders Should Know About Contact Centers

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...

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August 10, 2018

Essential Metrics for the Service Operation

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to...

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August 7, 2018

How Management and Agent Roles Are Changing

Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between...

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August 1, 2018

Revisiting Your Service Level Objectives

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Recent Blogs:

  • From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
  • The Power of Meaningful Work in Customer Service
  • 7 Characteristics of Customer Advocacy: A Self-Assessment
  • Managing Perceptions When Capacity Is Limited
  • Four Words That Changed My Views

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